General terms and conditions

General company information

Full name: Fenix Adventure sLtd for trade and tourism, travel agency, Dubrovnik Short name: Fenix Adventure

Head office: Nikole Tesle, 20 000 Dubrovnik, Croatia

Owner: Patrick Nikola Kostic.

Registered court: Commercial Court in Split, permanent attendance in Dubrovnik with Register number (MBS): , and VAT ID: HR56059493271

Body supervising the activities of tourist agencies: Ministry of Tourism – Independent Sector of

Tourism Inspection. Trg maršala Tita 8 / I, 10000 Zagreb, Croatia

VAT ID: HR56059493271

E-mail: [email protected]

Contact: +385994448488

Working hours:

01.04. – 31.10.: 08.00 – 22.00 (Every day)

01.11. – 31.03.: 09.00 – 16.00 (Every day)

Fenix Adventure sLtd is a company whose main activity is consulting in connection with business and management services of a tour guide, kayaking tours, walking tours.


Fenix Adventure sLtd reserves all the rights to this contract containing the General Terms and Conditions.

The General Terms and Conditions are an integral part of the contract that the client enters into with Fenix Adventure sLtd., i.e., the authorized tourist agency with which they have reserved the service. It is considered that the client has read and accepted all the terms stated in the General Terms and Conditions before booking.

  1. Contents and pricing

The arrangement includes everything that is written on the programme you can find in the agency or on the agency’s websites. Contents of the arrangements and the prices have been laid out in the promotional brochure and on the tour websites which are offered for free to any interested parties. Special services are those services which have not been included in the above-mentioned arrangements and their prices and are therefore purchased separately by the customer.

These kinds of services have to be asked for during the application and they require additional charges. The prices have been clearly stated in the promotional brochure and on the company’s websites in kunas/ HRK and euro/EUR. The agency guarantees the implementation of the arrangements according to their description. The contents of the arrangements will be fully realized in the described manner, except in the case of exceptional circumstances (war, uprisings, strike, terrorist acts, sanitary disorders, street violence, natural disasters, interventions of municipal authorities, etc.)

  1. Reservation and payment methods

Reservations are received in the agency office of Fenix Adventure sLtd. at the address Nikole Tesle 9, 20 000 Dubrovnik), or online. During the reservation, the customer purchases the reservation in the total value of the arrangement for which he receives a suitable receipt or voucher. The customer is required to present the receipt to the tour guide at the start of the arrangement. During the reservation, if need be, so, the customer is required to present the necessary identification documents at the request of the agency.

Payment methods and information:

  • Payments made in the company office are in cash
  • Payments made online on the company website are via credit/debit cards
  • Payments can also be made by online bank transfer
  1. Cancellation and change of schedule and contents

The organizer of the arrangement reserves the right to cancel and/or change the route/tour due to any weather conditions that could endanger passengers or in case of extraordinary circumstances (see above, no.1.).

  1. Cancellation policy

The client has the right to cancel the reservation.

  • If the service is purchased 24 hours before the start of the tour, client is not entitled to a refund, unless the organizer canceled the tour.
  • If the client did not appear on the day of departure of the tour (which had been fully paid in advance), and without prior announcement, client is not entitled to a refund
  • For all bookings canceled 24 hours before the tour, the client is entitled to a 100% refund.
  1. Organizer responsibility

The organizer is required to take care of the proper implementation of the arrangements as well as to carefully choose the appropriate individuals for this task and also to respect the rights and interests of the customer according to the customs of quality tourism. He is also required to issue appropriate receipts or voucher for the given service and is excluded from any kind of responsibility caused by extraordinary circumstances (see above no.1) and any therewith additional costs which therefore need to be covered by the customer.

  1. Buyer responsibility

The client is obliged to abide by the instructions and rules of conduct in all visited facilities, in the means of transport and to cooperate with service providers in good faith during the service, i.e., not to disable the smooth running of the service programme, as well as not to endanger other passengers during the service. The client is required to have valid travel documents (personal documents) during the service.

Costs of loss or theft of personal documents during the service are borne by the client. The escort or the organizer’s representative will help, but on condition that the tour programme is undisturbed.

The client is obliged to present a document/voucher on the paid arrangement (invoice or voucher) before the beginning of the service to the organizer’s representative.

In the event of non-compliance with any of these obligations, the client responds to the service provider for any damages suffered.

  1. Privacy policy

Fenix Adventure sLtd strongly believes in protecting the privacy of its clients. We collect information to provide better services to all of our clients but only related to the services we provide. Fenix Adventure sLtd. will never sell, share, trade or give away any of our clients’ personal information to third parties, except in the case where it is necessary for the smooth execution of the service. All information provided is kept strictly confidential and accessible only to staff in order for them to properly do their job in helping clients regarding the services.

Fenix Adventure sLtd reserves the right to change, modify, add, or remove this policy at any time. Changes to this policy may affect the use of personal information provided to us prior to the effective date of the changes.

8.Resolving complaints

In accordance with Article 6 paragraph 3 of the Act of the Provision of Tourism Services (NN 130/17) we would like to inform our customers that a complaint on the quality of our services may be submitted in writing to the company office (Address: Nikole Tesle9, 20 000 Dubrovnik), via postal address, or by e-mail:


Fenix Adventure sLtd

Nikole Tesle 9, 20 000 Dubrovnik Croatia;

or e-mail: [email protected] or phone: +385 99 444 84 88

No later than 15 days after the service has been consumed, the customer can submit a written complaint on the spot to the point of sales, by mail, or phone and enclose a written statement signed by the representative and all potential accounts for additional costs. The organizer will accept only properly filed complaints received within the specified period of 15 days and will without delay respond in written form about the receipt of the latter.

The organizer is required to make a written decision on the complaint within 15 days of receiving the complaint at the point of sales. The organizer may postpone the deadline in order to collect more information and verify the complaint with the service provider up to additional 15 days.

The organizer will only resolve those complaints which could not be solved in the place of residence.

  1. Secure Payment

Payment  on our site is completely secure. For internet credit card payments, we use the PayPal and WSPay gateway internet payment service.

Both payment gateways apply the most modern standards in data protection – SSL certificate with 256 bit encryption and TLS 1.2 cryptographic protocol as the highest levels of protection when writing and transmitting data. SSL encryption is a data coding procedure for prevention of unauthorized access during data transfer. This enables a secure data transfer and prevents unauthorized data access during communication between user and service payments, and vice versa.



IUC does not store credit card numbers and the numbers are not available to unauthorized persons.

Service payment is based on the 3-D Secure standard, which currently offers the safest solution to credit and debit cards in the Internet environment. If the card user is participating in the 3-D Secure program from the customer will be required to pay additional identity verification as confirmation that he just used the card.

All payments will be effected in Croatian currency. The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Croatian kuna according to the current exchange rate of the Croatian National bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site.

All prices on this site are expressed in kuna and VAT is excluded as our company is not in obligation to charge VAT. Online payment is available from 0 – 24, and is made possible by the following cards: Maestro, MasterCard, Visa. Paying in installments is not enabled.

  1. Court jurisdiction

Any kind of legal disagreements that cannot get mutually settled, fall under the jurisdiction of the legal court in Split, permanent attendance in Dubrovnik.